Each channel chat session between a user and Pega Intelligent Virtual Assistant is automatically saved as an interaction case in Pega Platform. Interaction cases help track information and problems reported by users of a channel, and help resolve them more quickly.
You can view all past user interactions for channels like Facebook, SMS, or Email, directly from the Application Explorer. For example, an administrator can access a channel interaction case and pass it to someone who can help resolve the problem clearly described by the user in the interaction case conversation.
The chat details that are saved in an interaction case consist of input and output messages, starting from the very first chat to the last chat in the session for the conversation.
Note: You must purchase a separate license before using Pega Intelligent Virtual Assistant in your application.